Navy Federal Credit Union - Winchester, VA
posted 4 months ago
The Member Service Representative II at Navy Federal Credit Union plays a crucial role in delivering exceptional service to members within a structured contact center environment. This position requires responding to inquiries and requests from members and other individuals in a high-volume, 24/7 operation. The representative will provide comprehensive information regarding Navy Federal products and services, demonstrating a strong knowledge base, active listening skills, and the ability to adapt to multiple systems and engagement methods to ensure an optimal member experience. The role involves performing transactions related to mortgage and other Navy Federal accounts, including savings, checking, consumer loans, credit cards, and IRAs. Additionally, the representative will advise members on products and services that may meet their needs, fostering positive interactions and enhancing member satisfaction. In this position, the representative will be responsible for providing mortgage information, responding to inquiries about mortgage applications, and reviewing loan applications to ensure compliance with federal and Navy Federal guidelines. The role also includes implementing automatic payment options for mortgage and equity loans, protecting and verifying the identity of callers, and taking action against potential fraud or abuse. The representative will analyze and resolve discrepancies related to member accounts and loans, counsel members about Navy Federal's offerings, and execute first call resolutions, which may require follow-up and research. The representative will also identify opportunities to cross-sell products and perform account transactions, including initiating fee adjustments within their authority. Overall, the Member Service Representative II is expected to perform all duties required for MSRs in the contact center, ensuring a high level of service and member engagement.